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MercafacilAnalista de Customer Success OPS – Pleno
Operational Analyst ensuring customer success in retail and industry sectors. Managing data operations and support in a hybrid work environment.
About the role
- Own a portfolio of small and medium-sized district accounts, serving as a trusted advisor to ensure adoption, value realization, renewal, and expansion.
- Drive Gross Dollar Retention (GDR) and Net Dollar Retention (NDR) by proactively managing renewals, identifying expansion opportunities, and mitigating churn risks.
- Design and execute Edia’s scaled engagement motion — including digital onboarding, success planning, nurture campaigns, webinars, in-app messaging, and self-service resources.
- Use adoption and usage data to anticipate customer needs, identify risks, and prioritize engagement.
- Implement health scoring and lifecycle automation to ensure the right outreach at the right time.
Requirements
- Bachelor's or Master's degree in Business, Computer Science, or a related field
- 4+ years of experience in Customer Success, Scaled Customer Success or consulting role within the technology (SaaS) industry
- Demonstrated success in managing and expanding customer accounts, driving both gross dollar retention (GDR) and net dollar retention (NDR)
- Proven ability to build and execute digital engagement programs (email workflows, in-app messaging, webinars, etc.)
- Strong data literacy — comfortable using analytics to drive decisions and measure impact
- Excellent communicator who can engage district leaders, educators, and internal stakeholders alike
- A process builder who enjoys operationalizing systems, not just managing accounts
- Passionate about improving K–12 education and empowering schools through technology
- Passion for K-12 education, improving student outcomes and supporting educators through innovative AI-driven solutions
- Startup experience a plus, with the ability to thrive in fast-paced, high-growth environments.
Benefits
- Competitive compensation, equity, and benefits package.
- Hybrid-friendly work environment with flexibility on remote work.
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